Sales Support Manager

Full Time


Emirates connects the world to, and through, our global hub in Dubai. We operate modern, efficient and comfortable aircraft, and our culturally diverse workforce delivers award-winning services to our customers across six continents every day.

Job Role:
Exercise operational/administrative control on UAE DXB Sales Team to develop Emirates business through different distribution channels in Dubai. The job ensures the efficient operation of the field sales, maximum job satisfaction for the sales executives and the best standard of services to the channels. The role also ensures that the Travel Agents/ Corporates in Dubai are fully aware of Emirates products/services and are motivated to sell Emirates
At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers ‘Fly Better’.
About the role

Job Responsibility:
Address staff grievances and take corrective action when required and escalate when appropriate to HR for disciplinary, grievance of occupational health related casework. Ensure that the team are kept updated on EK products and services through training at least twice a year.
Analyze and recommend new sales strategies to the line manager, to achieve projected revenue targets through efficient and professional utilization of all available resources.
Advise Manager Dubai & NE about the sales team performance, market situation and competitor activity on a weekly basis. Arrange monthly meeting with MGR/DXB-NE and the entire team to discuss strategies and objectives for the month. ( Minutes to be documented and shared) Use this forum to recommend appropriate counter strategies. Use Market intelligence appropriately to take appropriate proactive as well as reactive action.
Conduct briefing sessions with the team updating them about the focus of the week and regular product enhancements
Monitor and review activities of Senior Sales Executives/Sales Support Executives, appraise and assess performance for a smooth day to day operation ensuring that all Travel Agents (stockholders or non-stock holders)/corporates in Dubai are regularly contacted and properly serviced by the Sales Team.
Ensure that all direct reports are continuously supported through the MyBC process and each have a personal development plan that ensures the execution of both soft and technical skills development.

Corporate/Trade/Government Travel
Analyze Agency/ Corporate sales, establish targets for Sales Executives and the Travel Agencies and contrive sales strategies for peak seasons i.e. Eid, X-mas, Diwali, Onam, school holidays etc. in consultation with Sales Managers.
Organize seminars or presentations on Emirates products and services as and when necessary for the Travel Agents/Corporates to ensure full understanding of Emirates products and services. Ensure that these are rolled out in a timely manner to capture all revenue opportunities.
Continually review travel trade developments and suggest appropriate modifications in the sales policy to the line manager, to ensure profitability and explore new business prospects. Ensure that management reports are dispatched on time. Prepare and distribute trade circulars promptly.
Conduct Agency Investigations for BSP/IATA to ensure Agency layout and decor is according to Emirates
Corporate Standards. Prospect for potential agents for Emirates and influences them to obtain BSP approval to acquire EK ticket stock.
Develop key Corporate, Government and Trade accounts, draw an annual Account Development plan, continually evaluate and analyze performance of these accounts and ensure that the plan is on track.
Evaluate corporate deal proposals presented by Senior Sales Executives and based on traffic potential, seasonality, competition etc., advise a course of action ensuring incremental revenue.

Agency Support Unit
Timely updates to Agents on EK’s products and fare information e.g. Circular to be sent out to trade on the same day as and when fares are changed/amended. Any promotional offer launched needs to be communicated on the same day to entire trade database through dot mailer.
Adhere to deadlines to ensure timely distribution of all fare and product Information.
Ensure accurate recording in the various Management Information Systems (MIS) (E.g.,
Monitor BSP sales to ensure MS achieved & suggest action plans to SM for improvement. Evaluate GDS cost reports and assist revenue accounts/finance in validating all ADMs/ACMs raised to the agents before they are sent to the agents.
Efficient and effective handling of the Sales unit to achieve overall organizational objectives. Ensuring that ASE’s achieve their set targets. Monitor SQL for primary line ensuring that call quality standards are adhered to. Monitor and ensure that targets for queries sent by fax, email and MARs queues are actioned within the agreed SLA.

Industry Tariffs:
Negotiate fares with corporate, trade and event organizers for group movements (i.e. labor, students), MICE and chartered flights. Handle the fulfilment of tickets issuance, payments and liaise with various departments for all special requirements. If necessary arrange meet and greet at the airport to ensure all services are provided in accordance with their requests for repeat business. Generate a monthly report and discuss future sales strategy with Tariff Support Manager.
Analyze and evaluate corporate/closed deal requests received and ensure that EK gets the maximum benefit. Ensure fare and deal filling are completed efficiently and distributed to the concerned stakeholders promptly. Perform quality control checks of the GDS fare displays to ensure that all systems are reflected as per the approval.
Periodically review flights loads for top 30 and high volume O&Ds and identify any drop in forward bookings and market share. Monitor all competitor fares, interline selling fares and market activities and review with Tariff Support Manager on day to day basis to enable EK to counteract the competition and make competitive adjustments if necessary to retain maximum market share.
Prepare trade communication circulars (i.e. special fares, offers, new routes etc) and ensure they are sent promptly as advised by Tariff Support Manager.
Support the UAE Sales teams (i.e. Trade, Corporate, Government, E-Commerce and Marketing) by providing competitive fares. Assist Tariff Support Manger to achieve overall objectives and targets set for the Tariff Unit. Ensure high quality of customer service both over the phone and through email by the team in relation to bookings, fares, Groups and special services in line with SLAs.

Qualifications & Experience:
This job might be for you if you have:
Clear understanding of the travel industry and thorough knowledge of the marketplace.
Adequate knowledge of fares and ticketing.
Knowledge of global distribution systems and other systems related to tariffs is preferred.
Bachelors Degree or Honours within Sales, Commercial, Business Management or Business Development (12+3 or equivalent)
5+ years commercial Airline exposure together with an excellent knowledge of Geography.

What Emirates can offer you?
A competitive salary, paid tax-free and reviewed annually
39 calendar days annual leave, plus public holidays
Full relocation package, including flights, shipping and optional hotel accommodation on arrival
Annual leave travel – return tickets home each year
Private medical insurance
Discounts on airline tickets for EK and partner networks
Travel benefits and discounts for friends & family
Education Support Allowance for children’s education in Dubai or abroad